Managing end users

A user's profile contains a range of data which can be updated and edited as required. This article describes how to add and edit information in a user's profile in Zendesk Support.

This article covers the following topics:

• Editing users
• Adding user contact information

Related articles:

• Deleting users

Editing users

In Zendesk Support, you can make edits to a user's profile, including editing their user profile details, adding or editing user contact information, and more. You can suspend, delete, or assume the identity of the user.

To edit a user's profile

1. Navigate to a user's profile in Zendesk Support (see Viewing a user's profile in Zendesk Support).
2. Click the user's name to enter a new profile name.
3. Click the down arrow next to the +New ticket button at the top right of the profile to merge, suspend, delete, or assume the identity of the user.
4. To edit a user's details, click the field box you would like to edit. You can also add user's contact information from this location.

For details of the default user fields, see Viewing a user's profile in Zendesk Support.

Adding user contact information

A user account can contain multiple types of contact information, including email, phone, and social media accounts.

A user account can contain multiple email addresses. Each time you add an email address, a verification email is sent to that address and must be confirmed before the email address is valid. One email address is set as the primary, which means that notifications are sent to that address. You can change the primary email address to any of the other verified email addresses.

You can also add multiple phone numbers, Google accounts, and Twitter accounts. Note that you can only add one Facebook account.

Note: Although you can add multiple unique numbers to a user's profile, each profile can only have one shared number (a number also added to another profile).

To add a user's contact information

1. Navigate to the user's profile in Zendesk Support (see Viewing a user's profile in Zendesk Support).
2. In the user's profile, click Add contact and select the type of contact you want to add, then enter the contact information in the field that appears.
3. Repeat as needed.
4. When you are finished, you can close the user's profile by navigating away from it.

To delete a user's contact information

• In the user's profile, click the arrow next to contact information box, then select Remove from the drop-down list.

To verify a user's email address

• In the user's profile, click the email address and select Resend verification email or Verify now.

To change a user's primary email address

1. In the user's profile, add and verify the new email address you want to make primary.
2. Click the arrow next to the new email address and select Make primary contact from the drop-down list.